Systems and methods for automated transaction management

ABSTRACT

Systems and methods for transaction management include receiving, from a user device associated with a user, a transaction request and receiving, through a network in a token form, user information associated with the user while the user is accessing transaction information from the user device. The user information comprises data associated with an action by user or a biometric of the user captured by the user device. Based on data associated with the transaction request, a delay in processing the transaction request due to a transaction rule is determined, and then based on the user information, a user interaction indicator associated with the transaction is determined. A transaction management action associated with the transaction is performed based on the user interaction indicator.

BACKGROUND

The present disclosure generally relates to transaction management, andmore particularly to automating actions associated with electronictransactions by predictions based on using user information, accordingto various embodiments.

More and more consumers are conducting transactions, such as viewingcontent, communicating data, and purchasing items and services, overelectronic networks such as, for example, the Internet. Suchtransactions can be processed between a consumer and an entity orindividual through a service provider. The service provider typicallyreceives data from a computing device from the consumer and/or the otherparty. However, during the transaction, an issue may arise to delayscompletion of the transaction, which may result in the consumercontacting the service provider for details associated with thedelay(s). This can result in additional input needed by consumers andadditional processing needed by the service provider, resulting inlonger transaction processing times and inconvenience to consumers.

Thus, there is a need for an improved transaction management system toprovide improved overall customer experience.

BRIEF DESCRIPTION OF THE FIGURES

FIG. 1 is a flow chart illustrating an embodiment of a method fortransaction management;

FIG. 2 is a screen shot illustrating a transaction user devicedisplaying a transaction request screen in accordance with anembodiment;

FIG. 3A is a screen shot illustrating another transaction user devicedisplaying a transaction status screen in accordance with an embodiment;

FIG. 3B is a screen shot illustrating the transaction user devicedisplaying another transaction status screen in accordance with anembodiment;

FIG. 4 is a schematic illustrating an embodiment of a user using one ormore user devices in accordance with an embodiment;

FIG. 5A is a schematic illustrating an embodiment of a user device inaccordance with an embodiment;

FIG. 5B is a schematic illustrating an embodiment of a user device inaccordance with an embodiment;

FIG. 6 is a screen shot illustrating a system provider device displayinga transaction history information screen in accordance with anembodiment;

FIG. 7 is a screen shot illustrating a system provider device displayinga transaction management configurations screen in accordance with anembodiment;

FIG. 8 is a screen shot illustrating an embodiment of a user devicedisplaying a transaction status screen including a transactionmanagement action notification in accordance with an embodiment;

FIG. 9 is a screen shot illustrating an embodiment of a user devicedisplaying a transaction management action notification screen inaccordance with an embodiment;

FIG. 10 is a schematic view illustrating an embodiment of a networkedsystem;

FIG. 11 is a perspective view illustrating an embodiment of a userdevice;

FIG. 12 is a schematic view illustrating an embodiment of a computersystem; and

FIG. 13 is a schematic view illustrating an embodiment of a systemprovider device.

Embodiments of the present disclosure and their advantages are bestunderstood by referring to the detailed description that follows. Itshould be appreciated that like reference numerals are used to identifylike elements illustrated in one or more of the figures, whereinshowings therein are for purposes of illustrating embodiments of thepresent disclosure and not for purposes of limiting the same.

DETAILED DESCRIPTION

The present disclosure describes systems and methods for transactionmanagement for transactions conducted through one or more user devices.Various user devices may be used by a user to perform various tasks suchas, for example, transferring funds, taking an online course, playingcomputer games, reading news/blogs, shopping, and/or performing anyother suitable online transactions. In some embodiments, the transactionmay be put on-hold by a service provider processing the onlinetransaction, for example, based on transactions rules including riskrules, which may result in the user contacting the service provider toinquire about or address the hold or delay.

In one embodiment, the service provider may process data captured fromthe user device to predict and automate a response or action so that theservice provider can address the hold or delay prior to the userinitiating a communication. A user device may be configured to captureuser information (also referred to as user data) while the user isaccessing transaction information from the user device. The data mayinclude facial information (e.g., smile, scowl, frown, eye size andshape, yawn, any other suitable emotion, and/or a combination thereof)of the user, gesture information detected on user device surfaces (e.g.,a finger quantum and a tap pressure on a touch-sensitive surface of theuser devices), audio information, body measurement data associated withmeasurements of the user's physical attributes or body functions (e.g.,heart rate, temperature, perspiration rate). In some embodiments, thedata can also include financial information, insurance information,medical information, and/or social media information, which may beprovided by the user or from third-party service providers (e.g., afinancial information service provider, an insurance informationprovider, a medical information provider, and/or a social mediainformation provider).

The data may be sent to a transaction system provider device associatedwith the service provider (e.g., in a form of a digital or electronictoken, Binary Large Object (BLOB), intelligent data, and/or acombination thereof) for transaction management, where the transactionsystem provider device may analyze the data to determine a userinteraction indicator associated with the transaction that predicts alikelihood the user will contact the service provider about thetransaction. The service provider may determine a transaction managementaction (e.g., one or more remediation steps, a release action forreleasing the transaction, an adjustment action to adjust the on-holdtime, sending a message to the user device) based on the userinteraction indicator. The transaction management action may also bedetermined based on various interaction factors including for example,the total number of access times (e.g., the total number that the firsttransaction is accessed on the same or multiple user devices by theuser), the location of the user devices, and information from devices ofother users associated with the particular user of the transaction. Byautomatically performing transaction management actions by the systemprovider device based on the user interaction indicator, customercontacts to customer service channels (e.g., via emails and/or phonecalls) may be reduced, which results in increased customer satisfactionand reduced operational costs (e.g., human and/or infrastructure costs)for customer service.

Referring to FIG. 1, an embodiment of a method 100 for providingtransaction management is illustrated. Referring to FIGS. 1 and 2, themethod may begin at block 102, where a system provider device receives afirst transaction request associated with one or more transaction users,and generates a first transaction based on the first transactionrequest.

Referring to FIG. 2, an embodiment of a transaction user devicedisplaying a transaction request screen is illustrated. As illustratedin FIG. 2, a transaction user device 200 (also referred to as a payordevice 200) of a transaction user (a payor) of a payment transactionincludes a display 202 displaying a transaction request screen 204. Thetransaction request screen 204 displays a first transaction request 206.In the example of FIG. 2, the first transaction request 206 is a paymenttransaction request, and is also referred to as a payment transactionrequest 206. The payment transaction request 206 includes a payoridentifier for a payor 208 (e.g., the payor “JANE DOE”) and paymenttransaction request inputs 210. The payor 208 may use the paymenttransaction request inputs 210 to provide payment transaction requestinformation. In the example of FIG. 2, the payment transaction requestinputs 210 include a user identifier for a transaction user 212 (e.g.,the payee “JOHN DOE”), and a payment amount 214 (e.g., “$50.00”). Thepayor 208 may select a confirmation button 216 to confirm the paymenttransaction request. At block 102, the system provider device receivesthe first transaction request (e.g., payment transaction request 206)after the payor 208 selects the confirmation button 216, and generates acorresponding first transaction (e.g., a payment transaction) based onthe first transaction request.

It is noted that while payment transactions are used as an example oftransactions, the method 100 may be provided to any online transactionsincluding for example, transactions for taking an online course, playingcomputer games, viewing digital content such as news/blogs, shopping,and/or any other suitable online transactions that may be put on hold.The method 100 may also be provided to other user requests associatedwith a system provider device, including for example, transactiondisputes.

The method 100 may then proceed to block 104, where the system providerdevice applies a delay to the first transaction associated with thefirst transaction request. The delay may be determined based on varioustransaction rules using transaction properties including for example,transaction user properties (e.g., financial status of payor and/orpayee), transaction history associated with one or more transactionusers, transaction amounts, transaction types, and any other suitabletransaction properties. In some embodiments, the transaction rulesinclude a transaction risk rule that may be used to generate ordetermine a transaction risk associated with the first transactionrequest based on the transaction properties. In an example, a greatertransaction risk corresponds to a greater transaction amount. In someembodiments, the delay to the transaction request may be determinedbased on the transaction risk. For example, a longer delay is applied toa transaction request with a greater transaction risk.

Referring to FIGS. 1, 3A, and 3B, in some embodiments, during the delayperiod of the first transaction request, the system provider device putthe first transaction on hold, and may have a corresponding transactionstatus (e.g., “pending”/“on hold”). In some embodiments, as illustratedin the example of FIG. 3A, a particular transaction user (e.g., a payeeor a payor of a payment transaction) may check the status of a pluralityof transactions associated with that transaction user. In someembodiments, as illustrated in the example of FIG. 3B, a particulartransaction user (e.g., a payee or a payor of a payment transaction) maycheck the status of a particular transaction associated with thattransaction user.

Referring to FIG. 3A, an embodiment of a transaction user devicedisplaying a transaction status screen is illustrated. As illustrated inFIG. 3A, a transaction user device 300 of a transaction user 212 of apayment transaction includes a display 302 displaying a transactionstatus screen 304. The transaction status screen 304 displays a payeeidentifier for a transaction user 212 (e.g., “JOHN DOE”) and informationof a plurality of payment transactions 308, 310, and 312 (e.g.,generated by the system provider device after receiving correspondingpayment transaction requests), each with a status 322 of “PENDING.” Eachof the payment transactions 308, 310, and 312 includes a transactiontime 314, payor information 316, payee information 318, amountinformation 320, and status information 322. Payment transactions 308and 310 provide that the transaction user 212 is the payee and havepayment amounts 320 of “$50” and “$500” respectively. Paymenttransaction 312 indicates the transaction user 212 is the payor and hasa payment amount 320 of “$1000.” The transaction status screen 304includes a refresh button 312. The transaction user 212 may select therefresh button 324 to update the payment transactions and the properties(e.g., status 322) thereof.

Referring to FIG. 3B, the transaction status screen 304 may displayinformation of a single payment transaction, for example, paymenttransaction 308 on which the transaction user 212 is tracking status.The transaction user 212 may select a refresh button 324 to update thetransaction status 322 of the particular payment transaction 308.

The method 100 may then proceed to block 106, where the system providerdevice may receive user information (e.g., in the form of a digital orelectronic token, Binary Large Object (BLOB), intelligent data, and/or acombination thereof) associated with one or more transaction users(e.g., payor and/or payee) of the first transaction. In an example, thedigital token may include information of a user's account identifier, atransaction identifier, user information, and/or any other transactionmeta data. In another example, the digital token may include variousstates (e.g., “Completed,” “Pending,” etc.) of the transaction. In yetanother example, the digital token may include a timestamp and othertime governed information. As shown in blocks 108, 110, and 112, invarious embodiments, the user information may be provided by atransaction user device associated with a transaction user, by athird-party service provider device, by a non-transaction user deviceassociated with a non-transaction user, and/or by any other suitabledevices.

In some embodiments, as shown in block 108, the user information isprovided by one or more transaction user devices associated with atransaction user. Referring to FIGS. 4, 5A, and 5B, one or moretransaction user devices associated with a transaction user may be usedto collect user information and send the user information to the systemprovider device through a network. Referring to FIG. 4, illustrated isan embodiment of a transaction user 212 viewing transaction status usingone or more user devices 300. In an example, the one or more userdevices 300 includes a first user device 300A that may be mounted on thehead of the user 212. The first user device 300A may include a screenfor displaying transactions for the user 212, and may be used to collectinformation associated with the user 212, which will be described indetail below with reference to FIG. 5A. In another example, the one ormore user devices 300 may include a second user device 300B that may beworn on a wrist of the user 212 or any other suitable places (e.g.,hands, arms). The second user device 300B may be used to collectinformation associated with the user 212, which will be described indetail below with reference to FIG. 5B.

Referring to FIG. 5A, illustrated is an embodiment of a user device 300Aof FIG. 4 that may be positioned on the head of the user 212 (e.g., anOculus Rift® available from Oculus VR, LLC of Menlo Park, Calif.; aSamsung Gear VR® available from Samsung Electronics Co., Let of Suwon,South Korea; an HTC Vive® available from HTC Corp. of New Taipei City,Taiwan, Google Glass® available from Google Inc. of Mountain View,Calif.; etc.). The user device 300A includes a display 504 that may beused to display various content, including e.g., transaction status, tothe user 212, a camera 506 for capturing images of the user 212's face,and an infrared sensor 508 for capturing thermal images of the tear film512 of the eye 510. In some embodiments, the user information includesfacial images that may be used to determine facial information (e.g.,smile, scowl, frown, eye size and shape, yawn, eye blinking rate, eyeredness information, and/or any other suitable facial expression) by adigital image process engine (e.g., located in the user device and/orsystem provider device). In some embodiments, the user informationincludes eye thermal images to determine facial information includingeye dryness information by analyzing temperature change and temperaturedistribution on the tear film 512. In some embodiments, the userinformation includes location information provided by a GlobalPositioning System (GPS) device of the user device 300A. In someembodiments, the user information includes audio sounds made by the userand captured by a microphone of the user device 300A, which may beanalyzed by a speech recognition engine (e.g., located in the userdevice and/or system provider device) to extract transaction relatedinformation.

Referring to FIG. 5B, illustrated is a user device 300B of FIG. 4 thatmay be worn on the user 212's wrist (e.g., a Fitbit Charge HR WirelessActivity Wristband® available from Fitbit Inc. of San Francisco, Calif.;an Apple Watch® available from Apple Inc. of Cupertino, Calif., etc.).The user device 300B may be used to provide user information includingfor example, facial information, body information, perspiration data,heat rate, blood pressure, body motion information, user gestureinformation including for example, a finger quantum, a tap pressure,location data, any other suitable user information, and/or a combinationthereof. The user device 300B includes a camera 540 that may be used tocapture the user 212's facial information and/or body information, aperspiration sensor 542 that may be used to capture perspiration data ofthe user 212, a heart rate sensor 544 that may be used to capture aheart rate of the user 212, a blood pressure sensor 546 that may be usedto capture a blood pressure of the user 212, a motion sensor 548 thatmay be used to capture the user 212's body motion information, and adisplay 550 that may be used to display various content including thetransaction status to the user 212. In some embodiments, the display 550includes a touch-sensitive surface, which may be used to capture usergesture information on the display 550. The user gesture information mayinclude a finger quantum, a tap pressure, contact movement direction,and/or any other touch-sensitive surface contact information. The userdevice 300B may also include a Global Positioning System (GPS) device, amicrophone, a wireless communications device, and/or any othersubsystems that may be utilized to capture the user informationdescribed herein.

In some embodiments, the user information includes user accessinformation (e.g., a total number of access times over a particularperiod, an average access frequency over a particular period) that thetransaction user 212 accesses a transaction interface to check thetransaction status by the user device 300 (e.g., using user device 300Aand/or 300B). In some embodiments, as shown in the example of FIG. 3A, atransaction status screen includes a plurality of transactions. In thatexample, various techniques, e.g., image processing, eye tracking,and/or gaze tracking devices and techniques, may be used to determine aparticular transaction whose status the transaction user is tracking.For example, an eye tracker may determine that the point of gaze of thetransaction user's eyes is at transaction 308 (and/or its status 322)area of the transaction status screen 304. As such, the total number ofaccess times of the transaction 308 is measured based on informationfrom the eye tracker.

In some embodiments, as shown in block 110, the user information isprovided by a third-party service provider device. In variousembodiments, the user information may include financial information froma financial information service provider, insurance information frominsurance information provider, medical information from a medicalinformation provider, social media information from a social mediainformation provider, an may be provided from third-party serviceproviders, any other suitable third-party information associated withone or more of the transaction users, and/or a combination thereof.

In some embodiments, as shown in block 112, the user information isprovided by a non-transaction user device associated with anon-transaction user. In an example, the user information includes audiosounds made by the transaction user captured by a non-transaction userdevice associated with a non-transaction user, where the non-transactionuser device is located at the same location as a transaction user device(e.g., based on location data provided by the non-transaction userdevice and transaction user device). A speech recognition engine on thenon-transaction user device and/or system provider device may analyzethe audio, and extract information (e.g., complaints and/or praisesabout the system provider) that may be included in the user information.The audio may also be from the non-transaction user, but related to thecurrent transaction.

As discussed in block 106 and its processes 108, 110, and 112, varioustypes of user information may be collected and provided to the systemprovider device. In some embodiments, to reduce process time, improvesystem operating efficiency, and reduce storage costs, only a subset ofthe available types of user information are collected and transmitted tothe system provider device. Such a subset of types of user informationmay be determined based on one or more transaction properties,transaction user device properties, transaction user properties, or acombination thereof. In an example, the transaction user device 300determines that the total number of times that the transaction user 212has accessed the first transaction 308 on the transaction user device300 has exceeded a first threshold (e.g., 8 times in an hour). In thatexample, that total access number alone may be sufficient to determine auser interaction indicator (e.g., a level of “HIGH” indicating a highlevel of possibility that the transaction user may contact customerservices), for example, based on one or more user interaction indicatorconfigurations, which will be discussed in detail below. As such, othertypes of user information (e.g., facial expression, audio information,body motion information, body measurement information, third-partyprovided user information, non-transaction user information) may not becollected, transmitted, and/or analyzed, which improves systemefficiency and saves system cost.

In some embodiments, to further reduce process time, improve systemoperating efficiency, and reduce storage costs, a multi-step userinformation collection and transmission method may be used at block 106.During a first step, a first subset of user information (e.g., userdevice surface gesture and a total access number of the firsttransaction by the transaction user) are collected and transmitted tothe system provider device, which analyzes the first subset of userinformation. In examples where the first subset of user information issufficient to generate or determine a user interaction indicator (e.g.,based on one or more user interaction indicator configurations), block106 is completed. Such first subset of user information may also bereferred to as a primary set of user information. In examples where thefirst subset of user information is not sufficient to determine a userinteraction indicator (e.g., based on one or more user interactionindicator configurations), a second step for collecting and transmittinga second subset of user information (e.g., audio information, userfacial information, third-party provided user information,non-transaction user information) may be performed. Such second subsetof user information may also be referred to as a secondary set of userinformation. The system provider device may then determine the userinteraction indication based on the primary set of user information andsecondary set of user information.

The method 100 may then proceed to block 114, where the system providerdevice generates or determines a user interaction indicator associatedwith the transaction user and first transaction based on the userinformation. In some embodiments, the user interaction indicator mayinclude a likelihood level (e.g., “HIGH,” “MEDIUM,” or “LOW”) predictingthe likelihood that the transaction user will contact customer servicechannels (e.g., via emails and/or phones) regarding the firsttransaction. Note that in other embodiments, different levels oflikelihood may be used, which may depend on the number of actionsassociated with a held transaction. For example, if the system has 10distinct actions, the user interaction indicator may have likelihoodlevels ranging from 1 to 10, corresponding to each of the 10 distinctactions. Also, the user interaction indicator may indicate a level offrustration with the transaction and may not necessarily be directed toa likelihood of user communication with the service provider. Byproactively performing a remediation action, user satisfaction mayincrease.

In various embodiments, the user interaction indicator is determinedbased on various types of user information or a subset thereof,including for example, body information of the transaction user (e.g.,facial information, body gesture information, heart rate data,temperature data, perspiration rate data, and blood pressure data),audio information of a statement of the transaction user, location ofthe transaction user, gesture information received on a surface of atransaction user device (e.g., a finger quantum, a tap pressureinformation), a total number of times that the first transaction isaccessed on same or multiple user devices, third-party provided userinformation (e.g., health information, insurance information, financialinformation, social media information), transaction history of thetransaction user (e.g., user characteristics associated with pastcustomer contact history past average wait time prior to customercontact), any other suitable user information, and/or a combinationthereof.

Referring to the example of FIG. 6, in some embodiments, at block 114,the system provider device generates or determines a user interactionindicator associated with the transaction user and first transactionbased on the received user information and user interaction indictorconfiguration associated with the transaction user. In FIG. 6, anembodiment of a system provider device 600 displaying a user interactionindicator configuration screen is illustrated. As illustrated in FIG. 6,a system provider device 600 includes a display 602 displaying a userinteraction indictor configuration screen 604. The user interactionindictor configuration screen 604 displays a user identifier for atransaction user 212 (e.g., “JOHN DOE”) and information of a pluralityof exemplary user interaction indictor configurations 606, 608, and 610.Each of user interaction indictor configurations 606, 608, and 610 mayinclude user information criteria 612 for the corresponding userinteraction indictor 614. For example, user interaction indictorconfiguration 606 provides that a user interaction indictor may have avalue of “HIGH” if the user information satisfies its user informationcriteria 612 (e.g., the total number of access of the transaction userto a particular transaction 616 is equal to or greater than 8, thedevice surface gesture 618 is greater than a high pressure threshold,the facial expression 620 is “SAD,” and the wait time 622 (e.g., sincethe transaction request is placed) is greater than the average wait timeof that particular transaction user prior to contact customer service).

In another example, user interaction indictor configuration 608 providesthat a user interaction indictor may have a value of “MEDIUM” if theuser information satisfies its user information criteria 612 (e.g., thetotal number of access of the transaction user to a particulartransaction 616 is between 5 and 8, the device surface gesture 618 isless than a high pressure threshold, the facial expression 620 is“FROWN,” and the wait time 622 (e.g., since the transaction request isplaced) is less than the average wait time of that particulartransaction user prior to contact customer service). Yet in anotherexample, user interaction indictor configuration 610 provides that auser interaction indictor may have a value of “LOW” if the userinformation satisfies its user information criteria 612 (e.g., the totalnumber of access of the transaction user to a particular transaction 616is less than 8, the device surface gesture 618 is less than a highpressure threshold, the facial expression 620 is “SMILE,” and the waittime 622 (e.g., since the transaction request is placed) is less thanthe average wait time of that particular transaction user prior tocontact customer service).

The method 100 may then proceed to block 116, where the system providerdevice determines a transaction management action based on the userinteraction indicator. Referring to the example of FIG. 7, in someembodiments, at block 116, the system provider device determines atransaction management action based on the user interaction indicatorand user transaction management configurations. In FIG. 7, an embodimentof a system provider device 600 displaying a user transaction managementconfiguration screen is illustrated. As illustrated in FIG. 7, a systemprovider device 600 includes a display 602 displaying a user transactionmanagement configuration screen 702. The user transaction managementconfiguration screen 702 displays a plurality of exemplary usertransaction management configurations 704, 706, and 708. Each of usertransaction management configurations 704, 706, and 708 may include theuser interaction indicator 710 (e.g., determined at block 114), atransaction risk 712 associated with the first transaction, and thecorresponding transaction management action 714. In some embodiments,the transaction risk 712 may be initially determined based ontransaction rules. The transaction rules may be used to determine thattransaction risk 712 using transaction properties (e.g., transactionamounts). For example, the transaction rules may provide that atransaction with a larger transaction amount (e.g., $1,000) has a risk(e.g., “HIGH”) greater than the risk (e.g., “LOW”) of anothertransaction with a smaller transaction amount (e.g., $100). In someembodiments, the transaction risk 712 may be updated based on thereceived user information (e.g., user financial information), and suchupdated transaction risk 712 may be used to update the delay to thetransaction. For example, the transaction risk 712 may be changed from“HIGH” to “LOW” after the received user financial information indicatesthat the particular user has a particular amount (e.g., greater than thetransaction amount) in a savings bank account.

As shown in FIG. 7, user transaction management configuration 704provides that in an example where the user interaction indicator 710 hasa value of “HIGH” and the transaction risk 712 has a value of “HIGH,”the transaction management action 714 includes a first remediation step(e.g., reducing the delay time to the first transaction by five hours)and sending a notification to a transaction user device about the firstremediation step. The notification may include a remediation message tothe transaction user including the remaining delay time (e.g., twohours) for releasing the transaction. The user transaction managementconfiguration 704 further provides that in an example where the userinteraction indicator 710 has a value of “HIGH” and the transaction risk712 has a value of “LOW,” the transaction management action 714 includesreleasing the hold on the transaction immediately and sending anotification to a transaction user device notifying the transaction userabout the immediate release.

As shown in FIG. 7, user transaction management configuration 706provides that in an example where the user interaction indicator 710 hasa value of “MEDIUM” and the transaction risk 712 has a value of “HIGH,”the transaction management action 714 a second remediation step (e.g.,reducing the delay time to the second transaction by three hours) andsending a notification to a transaction user device about the secondremediation step. The notification may include a remediation message tothe transaction user including the remaining delay time for releasingthe transaction. The user transaction management configuration 706further provides that in an example where the user interaction indicator710 has a value of “MEDIUM” and the transaction risk 712 has a value of“LOW,” the transaction management action 714 includes releasing the holdon the transaction immediately and sending a notification to atransaction user device notifying the transaction user about theimmediate release.

As shown in user transaction management configuration 708 of FIG. 7, insome embodiments, the transaction management action and/or thenotification are determined based on a location of the transaction userdevice. For example, user transaction management configuration 708provides that in an example where the user interaction indicator 710 hasa value of “LOW,” the transaction management action 714 may include athird remediation step (e.g., providing a detailed description of thetransaction on-hold policy) and an in-app notification (e.g., pushnotification) to the transaction user device after determining that theuser device location is out of range of the phone/text provider, e.g.,beyond a predetermined geofence. This may happen, for example, when thetransaction user is traveling in a foreign country and does not haveinternational roaming. For further example, user transaction managementconfiguration 708 provides that in an example where the user interactionindicator 710 has a value of “LOW,” the transaction management action714 may include providing a third remediation step (e.g., providing adetailed description of the transaction on-hold policy) and sending atext message or making a phone call to the transaction user device afterdetermining that the user device location is within the range of thephone/text provider.

The method 100 may then proceed to block 118, where the system providerdevice performs the transaction management action and send anotification to the transaction user. Referring to FIGS. 8 and 9, invarious embodiments, after performing the transaction management action,in-app notifications and texting notifications may be sent to thetransaction user device 300 (e.g., based on the location of thetransaction user device 300). Referring to the example of FIG. 8, anin-app notification message 802 is sent to the transaction user device300 (e.g., when the location of the transaction user device 300 isoutside the texting service range) in the transaction status screen 304.The in-app notification message 802 includes a remediation messagenotifying the transaction user that the hold on the particulartransaction 308 has been released. The transaction status is alsoupdated with an updated value 804 (e.g., “COMPLETED”). Referring to theexample of FIG. 9, a texting notification message 902 is sent to thetransaction user device 300 (e.g., when the location of the transactionuser device 300 is within the texting service range). The textingmessage 902 includes a remediation message notifying the transactionuser that the additional on hold time 904 (e.g., five hours) of aparticular transaction 906 (e.g., transaction ID 2343), and also therelease time 908 (e.g., Jan. 4, 2018 18:30).

Thus, systems and methods for providing transaction management have beendescribed that operate to provide users, system providers, and variousthird-party content providers a transaction management system that mayadapt and automate transaction management actions according to userinformation. In some embodiments, a transaction may be put on-hold by asystem provider device, for example, based on transactions rulesincluding risk rules. When a transaction is detected as being delayed orput on hold, the system may process data or user information capturedthrough a computing device of the user conducting the transaction orfrom other computing devices proximate to the computing device. Usingthat data, the system may automatically predict the user's likelihood ofcontacting the service provider or the user's level of frustration anddetermine an appropriate action based on the likelihood or level. Byautomatically performing transaction management actions by the systemprovider device based on the user interaction indicator, customercontacts to customer service channels (e.g., via emails and/or phonecalls) may be reduced, which results in increased customer satisfactionand reduced operational costs (e.g., human and/or infrastructure costs)for customer service.

Referring now to FIG. 10, an embodiment of a network-based system 1000for implementing one or more processes described herein is illustrated.As shown, network-based system 1000 may comprise or implement aplurality of servers and/or software components that operate to performvarious methodologies in accordance with the described embodiments.Exemplary servers may include, for example, stand-alone andenterprise-class servers operating a server OS such as a MICROSOFT® OS,a UNIX® OS, a LINUX® OS, or other suitable server-based OS. It can beappreciated that the servers illustrated in FIG. 10 may be deployed inother ways and that the operations performed and/or the servicesprovided by such servers may be combined or separated for a givenimplementation and may be performed by a greater number or fewer numberof servers. One or more servers may be operated and/or maintained by thesame or different entities.

The embodiment of the networked system 1000 illustrated in FIG. 10includes one or more user devices 1002, one or more third party userinformation provider devices 1004, one or more system provider devices1006, and one or more third party service provider devices 1008 incommunication over a network 1010. Any of the user devices 1002 may bethe user devices 200, 300, 300A, and 300B discussed above and used bythe user discussed above. The third party user information providerdevice 1004 may be the user information provider device discussed abovethat provides financial information, medical information, insuranceinformation, social medial information, and any other user information.The system provider device 1006 may be the system provider device 600discussed above and may be operated by a system provider such as, forexample, PayPal Inc. of San Jose, Calif. The third party serviceprovider device 1008 may be the service provider device providingtransaction services and may be operated by various service providersincluding payment service providers, discount providers, marketplaceproviders, and/or any other service providers.

The user devices 1002, third party user information provider device1004, system provider devices 1006, and third party service providerdevices 1008 may each include one or more processors, memories, andother appropriate components for executing instructions such as programcode and/or data stored on one or more computer readable mediums toimplement the various applications, data, and steps described herein.For example, such instructions may be stored in one or more computerreadable mediums such as memories or data storage devices internaland/or external to various components of the system 1000, and/oraccessible over the network 1010.

The network 1010 may be implemented as a single network or a combinationof multiple networks. For example, in various embodiments, the network1010 may include the Internet and/or one or more intranets, landlinenetworks, wireless networks, and/or other appropriate types of networks.

The user device 1002 may be implemented using any appropriatecombination of hardware and/or software configured for wired and/orwireless communication over network 1010. For example, in oneembodiment, the user device 1002 may be implemented as a personalcomputer of a user in communication with the Internet. In someembodiments, the user device 1002 may be a wearable device. In someembodiments, the user device 1002 may be a smart phone, personal digitalassistant (PDA), laptop computer, and/or other types of computingdevices.

The user device 1002 may include one or more browser applications whichmay be used, for example, to provide a convenient interface to permitthe customer to browse information available over the network 1010. Forexample, in one embodiment, the browser application may be implementedas a web browser configured to view information available over theInternet.

The user device 1002 may also include one or more toolbar applicationswhich may be used, for example, to provide user-side processing forperforming desired tasks in response to operations selected by thecustomer. In one embodiment, the toolbar application may display a userinterface in connection with the browser application.

The user device 1002 may further include other applications as may bedesired in particular embodiments to provide desired features to theuser device 1002. In particular, the other applications may include anonline payment transaction application provided by an online paymenttransaction provider. The other applications may also include securityapplications for implementing user-side security features, programmaticuser applications for interfacing with appropriate applicationprogramming interfaces (APIs) over the network 1010, or other types ofapplications. Email and/or text applications may also be included, whichallow the customer to send and receive emails and/or text messagesthrough the network 1010. The user device 1002 includes one or more userand/or device identifiers which may be implemented, for example, asoperating system registry entries, cookies associated with the browserapplication, identifiers associated with hardware of the user device1002, or other appropriate identifiers, such as a phone number. In oneembodiment, the user identifier may be used by the system providerdevice 1006, the third party user information provider device 1004,and/or the third party service provider device 1008 associate the userwith a particular account as further described herein.

Referring now to FIG. 11, an embodiment of a user device 1100 isillustrated. The user device 1100 may be the user devices 200, 300,300A, and 300B. The user device 1100 includes a chassis 1102 having adisplay 1104 and an input device including the display 1104 and aplurality of input buttons 1106. One of skill in the art will recognizethat the user device 1100 is a portable or mobile phone including atouch screen input device and a plurality of input buttons that allowthe functionality discussed above with reference to the method 100.However, a variety of other portable/mobile customer devices may be usedin the method 100 without departing from the scope of the presentdisclosure.

Referring now to FIG. 12, an embodiment of a computer system 1200suitable for implementing, for example, user devices 200, 300, 300A, and300B, the system provider device 600, third party user informationprovider device 1004, and/or third party service provider device 1008 isillustrated. It should be appreciated that other devices utilized byusers, system providers, third party user information providers, thirdparty service providers, and/or system providers in the system discussedabove may be implemented as the computer system 1200 in a manner asfollows.

In accordance with various embodiments of the present disclosure,computer system 1200, such as a computer and/or a network server,includes a bus 1202 or other communication mechanism for communicatinginformation, which interconnects subsystems and components, such as aprocessing component 1204 (e.g., processor, micro-controller, digitalsignal processor (DSP), etc.), a system memory component 1206 (e.g.,RAM), a static storage component 1208 (e.g., ROM), a disk drivecomponent 1210 (e.g., magnetic or optical), a network interfacecomponent 1212 (e.g., modem or Ethernet card), a display component 1214(e.g., CRT or LCD), an input component 1218 (e.g., keyboard, keypad, orvirtual keyboard), a cursor control component 1220 (e.g., mouse,pointer, or trackball), and a location sensor component 1222 (e.g., aGlobal Positioning System (GPS) device as illustrated, a cell towertriangulation device, and/or a variety of other location determinationdevices known in the art). In one implementation, the disk drivecomponent 1210 may comprise a database having one or more disk drivecomponents.

In accordance with embodiments of the present disclosure, the computersystem 1200 performs specific operations by the processor 1204 executingone or more sequences of instructions contained in the memory component1206, such as described herein with respect to the system providerdevice(s) 600, user devices 200, 300, 300A, and 300B, third party userinformation provider device 1004, and/or third party service providerdevice 1008. Such instructions may be read into the system memorycomponent 1206 from another computer readable medium, such as the staticstorage component 1208 or the disk drive component 1210. In otherembodiments, hard-wired circuitry may be used in place of or incombination with software instructions to implement the presentdisclosure.

Logic may be encoded in a computer readable medium, which may refer toany medium that participates in providing instructions to the processor1204 for execution. Such a medium may take many forms, including but notlimited to, non-volatile media, volatile media, and transmission media.In one embodiment, the computer readable medium is non-transitory. Invarious implementations, non-volatile media includes optical or magneticdisks, such as the disk drive component 1210, volatile media includesdynamic memory, such as the system memory component 1206, andtransmission media includes coaxial cables, copper wire, and fiberoptics, including wires that comprise the bus 1202. In one example,transmission media may take the form of acoustic or light waves, such asthose generated during radio wave and infrared data communications.

Some common forms of computer readable media includes, for example,floppy disk, flexible disk, hard disk, magnetic tape, any other magneticmedium, CD-ROM, any other optical medium, punch cards, paper tape, anyother physical medium with patterns of holes, RAM, PROM, EPROM,FLASH-EPROM, any other memory chip or cartridge, carrier wave, or anyother medium from which a computer is adapted to read. In oneembodiment, the computer readable media is non-transitory.

In various embodiments of the present disclosure, execution ofinstruction sequences to practice the present disclosure may beperformed by the computer system 1200. In various other embodiments ofthe present disclosure, a plurality of the computer systems 1200 coupledby a communication link 1224 to the network 1010 (e.g., such as a LAN,WLAN, PTSN, and/or various other wired or wireless networks, includingtelecommunications, mobile, and cellular phone networks) may performinstruction sequences to practice the present disclosure in coordinationwith one another.

The computer system 1200 may transmit and receive messages, data,information and instructions, including one or more programs (i.e.,application code) through the communication link 1224 and the networkinterface component 1212. The network interface component 1212 mayinclude an antenna, either separate or integrated, to enabletransmission and reception via the communication link 1224. Receivedprogram code may be executed by processor 1204 as received and/or storedin disk drive component 1210 or some other non-volatile storagecomponent for execution.

Referring now to FIG. 13, an embodiment of a system provider device 1300is illustrated. In an embodiment, the system provider device 1300 may bethe system provider devices 600 discussed above. The system providerdevice 1300 includes a communication engine 1302 that is coupled to thenetwork 1010 and to a transaction management engine 1304 that is coupledto a transaction history database 1306 and a transaction managementconfiguration database 1308. The communication engine 1302 may besoftware or instructions stored on a computer-readable medium thatallows the system provider device 1300 to send and receive informationover the network 1010. The transaction management engine 1304 may besoftware or instructions stored on a computer-readable medium that isoperable to determine a first transaction associated with a user,receive, through a network in a token form, user information associatedwith the user while the user is accessing first transaction informationfrom a user device, where the user information includes gestureinformation received on a surface of the user device, determine, usingthe user information, a user interaction indicator associated with thefirst transaction, perform a transaction management action associatedwith the first transaction determined based on the user interactionindicator, and provide any of the other functionality that is discussedabove. While the databases 1306-1308 have been illustrated as separatefrom each other and located in the system provider device 1300, one ofskill in the art will recognize that any or all of the databases1306-1308 may be combined and/or may be connected to the transactionmanagement engine 1304 through the network 1010 without departing fromthe scope of the present disclosure.

Where applicable, various embodiments provided by the present disclosuremay be implemented using hardware, software, or combinations of hardwareand software. Also, where applicable, the various hardware componentsand/or software components set forth herein may be combined intocomposite components comprising software, hardware, and/or both withoutdeparting from the scope of the present disclosure. Where applicable,the various hardware components and/or software components set forthherein may be separated into sub-components comprising software,hardware, or both without departing from the scope of the presentdisclosure. In addition, where applicable, it is contemplated thatsoftware components may be implemented as hardware components andvice-versa.

Software, in accordance with the present disclosure, such as programcode and/or data, may be stored on one or more computer readablemediums. It is also contemplated that software identified herein may beimplemented using one or more general purpose or specific purposecomputers and/or computer systems, networked and/or otherwise. Whereapplicable, the ordering of various steps described herein may bechanged, combined into composite steps, and/or separated into sub-stepsto provide features described herein.

The foregoing disclosure is not intended to limit the present disclosureto the precise forms or particular fields of use disclosed. As such, itis contemplated that various alternate embodiments and/or modificationsto the present disclosure, whether explicitly described or impliedherein, are possible in light of the disclosure. Having thus describedembodiments of the present disclosure, persons of ordinary skill in theart will recognize that changes may be made in form and detail withoutdeparting from the scope of the present disclosure. Thus, the presentdisclosure is limited only by the claims.

The foregoing disclosure is not intended to limit the present disclosureto the precise forms or particular fields of use disclosed. As such, itis contemplated that various alternate embodiments and/or modificationsto the present disclosure, whether explicitly described or impliedherein, are possible in light of the disclosure. Having thus describedembodiments of the present disclosure, persons of ordinary skill in theart will recognize that changes may be made in form and detail withoutdeparting from the scope of the present disclosure. Thus, the presentdisclosure is limited only by the claims.

What is claimed is:
 1. A system, comprising: a non-transitory memory;and one or more hardware processors coupled to the non-transitory memoryand configured to read instructions from the non-transitory memory tocause the system to perform operations comprising: receiving, from auser device associated with a user, a transaction request associatedwith a transaction; determining a delay applicable to processing thetransaction request based on data associated with the transactionrequest and a transaction rule; delaying the processing the transactionrequest based on the transaction rule; initiating, between the systemand the user device, a multi-step collection and transmission processfor user information associated with the user, wherein a first portionof the multi-step collection and transmission process comprises:receiving, through a network from the user device, a first subset of theuser information associated with the user while the user is accessingtransaction information via a graphical user interface of the userdevice, wherein the first subset of the user information comprises dataassociated with a user action or a biometric of the user captured by theuser device; analyzing the first subset of the user information; andbased on the analysis of the first subset of the user information,determining whether the first step of the multi-step collection andtransmission process is sufficient to determine a user interactionindicator associated with the delay in the processing the transaction;in response to determining that sufficient user information has beencollected and analyzed in the multi-step collection and transmissionprocess, generating, based on the user information, the user interactionindicator associated with the delay in the processing the transaction;determining a transaction management action to perform based on the userinteraction indicator associated with the delay in the processing thetransaction; and performing the transaction management action.
 2. Thesystem of claim 1, wherein the user information comprises at least oneof facial information, body gesture information, heart rate data,temperature data, perspiration rate data, blood pressure data, or audiofrom the user.
 3. The system of claim 1, wherein the user information isin a digital token form and includes a transaction identifier of thetransaction and a user identifier of the user.
 4. The system of claim 1,wherein the user action is a gesture on a surface of the user device,wherein the surface is a touch-sensitive surface, and wherein the userinformation comprises at least one of a finger quantum or a tap pressurefrom the user device.
 5. The system of claim 1, wherein the delay is dueto an on-hold status, and wherein the transaction management actionincludes one of a release action or a reducing hold time action.
 6. Thesystem of claim 1, wherein the transaction management action comprisessending content about the delay to the user device.
 7. The system ofclaim 1, wherein the operations further comprise performing a secondportion of the multi-step collection and transmission process to collecta second subset of the user information in response to determining thefirst portion of the multi-step collection and transmission process isnot sufficient to determine the user interaction indicator associatedwith the delay in the processing the transaction.
 8. A non-transitorymachine-readable medium having stored thereon machine-readableinstructions executable to cause a machine to perform operationscomprising: receiving, from a user device associated with a user, atransaction request associated with a transaction; determining a delayapplicable to processing the transaction request based on dataassociated with the transaction request and a transaction rule; delayingthe processing the transaction request based on the transaction rule;initiating, between the machine and the user device, a multi-stepcollection and transmission process for user information associated withthe user, wherein a first portion of the multi-step collection andtransmission process comprises: receiving, from the user device, througha network in a token form, a first subset of the user informationassociated with the user and the transaction request from the userdevice, wherein the first subset of the user information comprises voicedata of the user captured by the user device; analyzing the first subsetof the user information; and based on the analysis of the first subsetof the user information, determining whether the first portion of themulti-step collection and transmission process is sufficient todetermine a user interaction indicator associated with the delay in theprocessing the transaction; in response to determining that sufficientuser information has been collected and analyzed in the multi-stepcollection and transmission process, generating, based on the userinformation, the user interaction indicator associated with the delay inthe processing the transaction; determining a transaction managementaction to perform based on the user interaction indicator associatedwith the delay in the processing the transaction; and performing thetransaction management action.
 9. The non-transitory machine-readablemedium of claim 8, wherein the transaction management action includessending a notification to the user device.
 10. The non-transitorymachine-readable medium of claim 9, wherein the notification isdetermined based on a location of the user device, and wherein thenotification is one of a text message to a phone number associated withthe user, an email to an email address associated with the user, or acall to the user device over the network.
 11. The non-transitorymachine-readable medium of claim 8, wherein the first subset of the userinformation further comprises voice data associated with a second userand associated with the transaction request.
 12. The non-transitorymachine-readable medium of claim 8, wherein the transaction has anon-hold status associated with the delay, and wherein the transactionmanagement action includes one of a release action or a reducing ahold-time action.
 13. The non-transitory machine-readable medium ofclaim 12, wherein the operations further comprise performing a secondportion of the multi-step collection and transmission process to collecta second subset of the user information in response to determining thefirst portion of the multi-step collection and transmission process isnot sufficient to determine the user interaction indicator associatedwith the delay in the processing the transaction.
 14. A methodcomprising: receiving, from a user device associated with a user, atransaction request associated with a transaction; determining a delayapplicable to processing the transaction request based on dataassociated with the transaction request and a transaction rule; delayingthe processing the transaction request based on the transaction rule;initiating, with the user device, a multi-step collection andtransmission process for user information associated with the user,wherein a first portion of the multi-step collection and transmissionprocess comprises: receiving, from the user device through a network, afirst subset of the user information associated with the user while theuser is accessing transaction information via a graphical user interfaceof the user device, wherein the first subset of the user informationcomprises data associated with a user action or a biometric of the usercaptured by the user device; analyzing the first subset of the userinformation; and based on the analysis of the first subset of the userinformation, determining whether the first portion of the multi-stepcollection and transmission process is sufficient to determine a userinteraction indicator associated with the delay in the processing thetransaction; in response to determining that sufficient user informationhas been collected and analyzed in the multi-step collection andtransmission process, generating, based on the user information, theuser interaction indicator associated with the delay in the processingthe transaction; determining a transaction management action to performbased on the user interaction indicator associated with the delay in theprocessing the transaction; and performing the transaction managementaction.
 15. The method of claim 14, wherein the user informationcomprises at least one of facial information, body gesture information,heart rate data, temperature data, perspiration rate data, bloodpressure data, or audio from the user.
 16. The method of claim 14,wherein the user information is in a digital token form and includes atransaction identifier of the transaction and a user identifier of theuser.
 17. The method of claim 14, wherein the user action is a gestureon a surface of the user device, wherein the surface is atouch-sensitive surface, and wherein the user information comprises atleast one of a finger quantum or a tap pressure from the user device.18. The method of claim 14, wherein the delay is due to an on-holdstatus, and wherein the transaction management action includes one of arelease action or a reducing a hold-time action.
 19. The method of claim14, wherein the transaction management action comprises sending contentabout the delay to the user device.
 20. The method of claim 14, furthercomprising performing a second portion of the multi-step collection andtransmission process to collect a second subset of the user informationin response to determining the first portion of the multi-stepcollection and transmission process is not sufficient to determine theuser interaction indicator associated with the delay in the processingthe transaction.